809 results found
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Omit country and area codes when dialing in RingCX
When dialing via the RingCX application, please omit the country code and area code.
The customer is asking whether RingCX can automatically omit country and area codes when dialing.4 votes -
RingCX SPOG Debugging Tool for Log Collection
It would be nice to have a built in debugging tool to collect the necessary logs to open support cases for intermittent issues with SPOG. It's difficult to collect HAR and Console logs for issues that happen sporadically. A tool that runs in the background to collect this kind of data for hard to reproduce issues would be very helpful.
8 votes -
Queue-Level AI Announcement Language Configuration
Feature Request / Enhancement
Title: Queue-Level AI Announcement Language Configuration
Current Behavior
The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.
For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.
Requested Enhancement
Introduce the ability to configure the AI announcement language at the queue level.
Administrators should be able to:
Select a preferred AI announcement language for each individual queue.
Use different AI languages across queues within the same account.
Retain the current account-level…3 votes -
Standalone Agent Notes Field Within Agent Script (Live Call Mode)
Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.
Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:
*Adds unnecessary clutter during active calls
*Slows down note-taking while agents are engaged with customers
*Increases cognitive load when only note-taking is requiredKey Capabilities
- Isolated Notes Input Field: Agent Notes can be displayed…
4 votes -
Agent script Cache
Enable agents to capture notes and key caller details (e.g., customer account number, case summary, intent) directly within the agent script, with the ability for this information to persist and be automatically passed along when a call is transferred to another RCX agent.
Currently, when calls are transferred between agents, contextual information gathered by the first agent (such as notes, customer details, or conversation summary) is not retained or visible to the next agent. This results in:
1. Repetition for customers who need to restate their concern
2. Increased handling time
3. Potential inconsistencies in customer experience4 votes -
Preserve and Display Lead Information When Transferring from Outbound Campaign to Internal Queue
Summary
Enable the ability to pass lead-level information from an outbound campaign when a call is transferred to an internal queue, ensuring that internal agents can view key lead details (e.g., name, date of birth, and other lead fields) during the interaction.Problem Statement
When agents transfer calls from an outbound campaign to an internal queue, the lead information associated with the original outbound campaign is not consistently presented to the receiving agents. As a result, internal queue staff may not have visibility into important customer details tied to the lead record, such as name, date of birth, or other…9 votes -
Next Dial Time Report in RingCX
Summary
Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.Problem Statement
Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.Operational…
9 votes -
In Queue Counter for CX One Agent - See Real time Status vs just Working/Available/Logged Out
It would be extremely beneficial in Agent Workspace to bring back the same view as Max Agent where the Agents can see what their peers are doing - breaks/training/lunch/special projects. This allows for Agents to gauge whether or not they should transfer to their peer or whether they should wait for them, etc. This was available in Max Agent and with Max Agent going end of life and now moving to CX One Agent, this view is lost. It would be great to have this visibility back and not have to give Supervisor view or Dashboard view to Agents.
6 votes -
Ability to export agent roles
The ability to export a list of agent roles to compare the permissions included in each role
5 votes -
RingCX SPOG : Dropdown for Phonebook and save recent/starred records during transfer
On the legacy interface, having dedicated transfer types (Phonebook, Destination, Internal) allowed agents to quickly target specific routes via dropdowns. On SPOG, needing to type and search for every single contact or number adds extra clicks and friction during active call handling.
Having features like Starred / Favorite contacts or Recently Transferred records automatically display upon clicking Transfer in SPOG would significantly streamline the transfer process for queue agents.
3 votes -
RingCX Transition Requeue Permissions from Agent to Queue Level
Currently, permissions for requeue and cross-queue requeue are managed at the agent level. We are requesting an enhancement to migrate these settings to the queue level.
This change would provide greater granularity by allowing us to define permissions based on the specific requirements of a queue. This would enable agents to requeue calls on certain queues while being restricted on others, which is essential for improving operational flexibility and security governance.
15 votes -
Automatically Change Agent State to Available After Wrap Time
Problem Description:
RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.Current Behavior:
Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.
Expected Behavior / Feature…
2 votes -
Need the ability to prioritize voice interactions over digital
Today, if digital channels remain open overnight, RingCX presents the accumulated backlog of digital interactions to agents first when they become available. As a result, if an inbound phone call enters the queue while digital interactions are waiting, the caller may remain on hold until those digital interactions are cleared or assigned.
This creates a poor member experience because live callers are delayed behind lower-priority asynchronous channels.
Business Requirement
Inbound phone calls should interrupt or take precedence over any pending digital interactions. If an agent becomes available and there is both a phone call and a digital interaction waiting, the…
5 votes -
Block Anonymous Calls in RingCX
Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.
Business Need:
Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experienceBenefits:
Reduces unwanted and spam calls reaching agents.
Improves agent efficiency by minimizing interruptions from anonymous callers.
Enhances security by reducing exposure to…2 votes -
Auto add new queues in the recording delivery
Ability for Recording Deliveries to automate the inclusion of new queues and add them to the delivery.
3 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
18 votes -
export email
Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.
We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful…
3 votes -
Call queue notifications
We would like an option we can set to send notifications to users logged in when there are calls in queue as well as notifications when a call has reached a certain time in queue. Agents are busy dialing at times and since they are constantly dialing w/o having direct view on the call queue they do not see that there is a call in queue and they continue to outbound dial causing an abandoned call. This would be on the CX dialing.
5 votes -
Agent Phonebook to show in alphabetical order
At the moment, the phonebook is showing in ID order. We would like the ability to configure the agent phonebook to show in alphabetical order.
2 votes -
Timezone option for Historical Reports
RingCX Analytics, need an option to Historical reports to change the timezone on a report.
8 votes
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